Sr. Program Manager, Member Experience

📋 Description

• Own and maintain process documentation (SOPs, journey maps, knowledge base content)
• Drive operational excellence by streamlining and automating agent functions
• Identify friction points across the member and agent journey and implement scalable solutions
• Influence cross-functional roadmaps using data-driven insights
• Partner with cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning
• Ensure operational readiness and assess support impact for new features and policy changes

🎯 Requirements

• 5+ years leading end-to-end programs in Customer Experience, Operations, or Product
• Experience operating in regulated environments with strong compliance awareness
• Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops
• Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
• Ability to break down complex problems and influence roadmap direction
• Experience building scalable processes that improved member experience metrics

🎁 Benefits

• In-office work policy with 4 days in office and Fridays from home for those near an office
• Comprehensive health, financial, and wellbeing benefits
• Generous vacation policy and company-wide paid days off
• Backup child, elder, and pet care, and commuter benefits for eligible employees
• 1% of your time off to support local community organizations
• Annual wellness stipend